Objectives – IM Resources

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Policy
Internal Systems
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IM Resources

Knowledge Base
Policy
Internal Systems
External Sites
Hand Offs
Tools

FAMIS Resources

01- Locate DCN of Participant(s)
02 – Application Registration
03.1 – Interviewing / Processing (Prior to Processing thru INTRFACE)
03.2 – Interviewing / Processing (INCOME thru Cat Elig)
03.3 – Interviewing / Processing (DISABLED thru Supercase EU Summary #1)
03.4 – Interviewing / Processing (Vehicle thru Closing the Interview)
04 – Change in Circumstances in FAMIS
05 – Annual Renewal Non-MAGI & TA
06 – SNAP Mid Certification Review
07 – SNAP Recertification
Acronyms & Terminology
Basic Eligibility Charts
Cancel Reject / Cancel Close in FAMIS
CCIU Case Reading Guides
Child Care Subsidy Transition to DESE
Close a Case, Reject or Withdraw an Application in FAMIS
COLA Adjustments
COVID-19 MHABD Verification Requirement Changes
Disabled Children
EBT / EBTI
Federal Poverty Level (FPL): FAMIS Changes Due to FPL Adjustment
Finding Information in FAMIS
Legacy Screens, DSS Common Area Screens & Medicare Screens
Medicaid Eligibility (ME) Code Chart
MO HealthNet Card
Paper Forms
Section 1619 Eligibility
Transitional Employment Benefit (TEB)
Voter Registration
WIBCA

MEDES Resources

01 – Locate DCN of Participant(s)
02 – Application Registration
03 – Processing an Application Case
04 – Managing an Integrated Case / CIC
05 – Annual Renewal MAGI
Acronyms & Terminology
Basic Eligibility Charts
Cancel Reject / Cancel Close in MEDES
CCIU Case Reading Guides
Cooperation in Pursuit of Medical Support
Finding Information in MEDES
Household Composition-MAGI
Legacy Screens, DSS Common Area Screens & Medicare Screens
MEDES Incident Ticket
MEDES Mitigations and Release Documents
Medicaid Eligibility (ME) Code Chart
Transitional MO HealthNet (TMH)
Voter Registration

EVS

Accuity
Accurint for Government Eligibility (AfGE)
Experian Verify User Guide
FUSION for MO Driver License
HealthTrack
IIVE
IMES
Insights Engine
National Accuracy Clearinghouse (NAC)
SteadyIQ Income Passport

Field Processes

BENDEX
Blind Pension and Supplemental Aid to Blind (BP/SAB) Registering Applications
Closing Presumptive Eligibility and Alternative Care
Duplicate DCN Field Process
Eligible for both AEG and Non-MAGI (MHABD)
Hyperscience Registration of SNAP Apps in FAMIS
IM-1ABDS Process for Non-MAGI Applications
Incorrect IMES
MAGI Application Processing Field Process
MAGI Application with Incarceration Evidence
MHN Annual Renewal Processes
Non-MAGI Application: Registering from the NL App MAGI Queue
Phone and Document Translation Services
Processing FAQs for CSCs & RCs
Processing LIS & MSP Applications
Protected & Specialized Caseloads
Refugee Application Process
Reviewing Budget for Spend Down with Participant
Reviews and Annual Renewals: Auditing Queues
Reviews and Annual Renewals: FAQ for Staff Processing
Reviews and Annual Renewals: Incomplete or Unsigned
SNAP Replacement Request IM-110/ESB
Specialized Units & Functions
TA Work Program

SOPs

Appointment Scheduler SOP
Breach of Information SOP
CCI Pre-Authorization Review Process SOP
Child Care Inquiries SOP
Cross Trained Staff-Processing Expectations
Current™ Quality Assurance Outcomes and Real-Time Staff Monitoring: An SOP for Management
Customer Education SOP
First Contact Resolution SOP
Instructions for the Front Desk SOP
Internet & Power Outage SOP for Building Managers
Live Chat SOP
MEDES Notes and Comments SOP
Part Time Hourly & Intermittent (H&I) Staff SOP
Participant Requesting a Supervisor SOP
Participant Screening SOP
Phone Specific SOPs
Probationary Case Read SOP
Process Management SOPs
Requested and Pending Hearings SOP
SMS Text SOP
Statewide Lobby SOP for Resource Centers
Threat Reporting
Training SOP
Transferring Between Tiers SOP
WebEx Chat Best Practices

Customer Information

Assisting Participants with MHN Portal Navigation and Online Payments
How Participants Navigate to Apply Online
IM Benefits Portal Guide
Missouri SuN Bucks
Non-MAGI Specialized Units Map
Participant FAQs for CSCs & RCs
Phone Number Quick Reference
Where to Send Payments Guide: TWHA, Spend Down and CHIP Payments

Current Task Management

Current Link and Job Aids
Current Queue Descriptions
Current™ Organization Updates & Naming Suffixes
Genesys and Current Process
Incorrectly Queued Current Tasks
Statewide Lobby Triage Remark Guide for Probationary Staff
Supervisor Resources: Current/Process Improvement
Training: Current/Process Improvement

ECM Resources

Access, System Issues and Troubleshooting
Document Scanning
Document Screening
Document Storage
Document Triage
Installing a New Scanner
Maintenance for Printers and Scanners
Password Issues in the ECM
PDF Creator
Printing from ECM
RC Indexing / Scanning Guide for Intake Customers
Removing and Installing a Printer
Reporting Technical Issues with ECM
Search for Documents
Upload a Document Using Encapture Collect
Working Application and Review Queues

Genesys

Cloud User Genesys Guide
Evaluator Genesys Guide
Genesys and Current Process
Jabra Headphones: Setup and Troubleshooting
Not Ready Status Guide
Supervisors: Genesys Guide
Supervisors: Updating a Users Genesys Cloud
Supervisors: WFM Genesys

ITrackRS

Integrated Tracking and Reporting System (ITrackRS) User Guide

IM Resource Training

FSD IM Resources Training

Agency KPIs

Agency KPI

IVR Flow & Workflow

Email / Fax Workflow
FSD Info Line IVR Flow
Genesys Application Interview IVR Flow
OUTBOUND INTERVIEW (Predictive Dialer) IVR Flow

Dashboards

Performance Dashboards
Quarterly Statewide Data
RC Lobby Analysis

Key Performance Indicators (KPIs)

Administrative Support Assistant (ASA)
Benefit Program Associate (BPA)
Benefit Program Specialist (Case Analyst)
Benefit Program Specialist (CIS)
Benefit Program Supervisors (BPS)
Benefit Program Technicians (BPT)
Field Program Manager
Probationary Benefit Program Technician (BPT)
Program Coordinator
Program Manager

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